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Bad-News Messages

Learning Objectives1. Apply the three-step writing process to bad-news messages2. Show how to achieve an audience-centered tone in bad-news messages and explain why it helps readers3. Differentiate between direct and indirect organizational approaches to bad-news messages and discuss when its appropriate to use each one.4. Explain the purpose of buffers and things to avoid when writing them.5. List guidelines for delivering bad news to job applicants6. List the main purpose of performance reviews and explain the guidelines to follow when giving negative reviews.

How to say NO.1. Many people have difficulty saying NO because of its abruptness and negativity2. A NO that is not properly explained can be very damaging.3. The three-step process of writing bad-news messages can help the writer say the words in less damaging ways.

The Three-Step Process1. Planning Bad-News Messages2. Writing Bad-News Messagesa. Refusalb. Rejection

c. Negative announcement3. Completing Bad-News Messagesa. Revisionb. Proofreading typosc. Errors in spelling, or problems with mechanics.

Developing Strategies for Bad-News Messages1. To convey the bad news2. To gain acceptance3. To maintain goodwill4. To promote a good corporate image5. To minimize future correspondence

Creating an Audience-Centered Tone1. Accept that bad-news represents a firm decision.2. Understand that the decision was fair and reasonable.3. Remain well disposed toward the business.4. Preserve their pride.5. Use the You Attitude6. Choose positive Wording7. Use Respectful Language

Choosing Positive Words

Avoid a Negative Tone1. I cant understand you!

2. Your account is in error.3. Your report is wrong.4. The damage is not our fault.

Use a Positive Tone1. Please clarify your request2. Your letter reached me today.3. Corrections have been made to your account

The Direct Approach

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1. Opening. Start with a clear statement of the bad news.2. Body. Give reasons for the decision (perhaps offering alternatives).3. Close. End with a positive statement; strive to maintain goodwill.

Direct Approach is used:1. When all internal messages are direct.2. When firmness is needed3. For routine or minor situations4. When audience prefers bad news first

The Indirect Approach1. Open with a buffer2. Give logical explanation of reasons3. Clear statement of Bad News4. Positive Close

Use this approach:1. When audience will be displeased2. When audience is emotionally involved